Amsterdam

Krijn Taconiskade 412
1087HW Amsterdam
The Netherlands
Route

Eindhoven

Igluu, Lichttoren 32
5611BJ Eindhoven
The Netherlands
Route
Logo client

Commercial Journey Vision

Airport
Experience

Challenge

We work with Schiphol to develop a customer experience vision for commercial touch-points for the entire passenger journey across channels.

Our Role

User
insights
Customer
journey
Proof of
concept
Digital UX
design
Co-creation Experience
strategy

Our main focus for Schiphol is to develop relevant commercial scenarios through co-creation with passengers based on insights on the passenger experience journey.

Service Safari

Using a service safari and interviews at the airport we put existing insights and learnings into context and develop a holistic understanding of the ecosystem and scope.

Journey Mapping

Using existing research and our learnings, we map customer insights, opportunities and challenges on a customer journey map to gain a holistic overview of the customer experience and identify commercial opportunities.

Co-creation

We involve passengers in co-creation sessions to validate customer insights and build on relevant commercial scenarios with them. We then work with our client to develop these scenarios further.

Commercial scenarios

For all pillars that are part of the customer experience vision, we developed tangible commercial scenarios across channels and services. These scenarios are linked to commercial KPI’s.

Roadmap

Now that the experience strategy is in place, we’ll be working closely with Schiphol to facilitate the roadmap definition by bringing commercial and customer experience objectives together, linked to KPI’s, to ensure team-wide focus.
Stay tuned for tangible progress and results!

Please turn your device